SUPPORT CONTRACTS

Annual Support Agreements

Your Annual Software Support Services and Maintenance Agreement is automatically included with your purchase of many of the Romteck products. The 12-month period starts on the day the product is shipped and invoiced from Romteck. As a support recipient, you receive Standard Support on Romteck related issues, as well as minor software upgrades. See section below describing Standard Support.

Extending Support After the First Year

Romteck encourages you to renew your Annual Support Services and Maintenance Agreement after the first year of ownership. An ongoing Annual Support Services and Maintenance Agreement will ensure that there will be no interruption in telephone support services or access or to the latest upgrades and software enhancements, vital to keeping your business operational. We'll notify you when your contract is due for Renewal. Extending your Romteck Annual Support Services and Maintenance Agreement is simple. When your Annual Support Services and Maintenance Agreement is about to expire you will be sent via email a Renewal Notice listing your Romteck products. Contract Administrators are available to answer any questions or to assist you. Be sure to have your company information and Romteck product Serial Number handy when you renew your Annual Support Services and Maintenance Agreement. If you would like assistance in obtaining an Annual Support Services and Maintenance Agreement or need a Corporate Software Support Services and Maintenance Agreement for your system, please call Customer Account Management at +61 (0)89244 3011 Our friendly Representatives will be happy to assist you.

Technical Support

Our highly trained Support Technicians will assess your individual needs and help you troubleshoot any Romteck-product related problems you may encounter with your system. Most calls are answered in less than a minute and are logged in our system with a Case ID.

Standard, Gold and Platinum Support Levels Available

There are three support modules available. To simplify communication we've titled them as Standard, Gold and Platinum. Technical Support's availability depends on your subscription level.

Standard Support:

Monday - Friday
9:00am - 5:00pm WST

Includes 10 hours per Server licences and 5 hours per client, of phone/email and remote desktop support.

Minor software updates


Annual fee is based on number of Server licences and client/console instalations.








Gold Support:

Monday - Friday
9:00am - 5:00pm WST

Include 10 hours per Server and client licence phone/email and remote desktop support.

Annual site visit:

2 days per Database licence and 2 days per client/console. The site-visit, includes maintenance, calibration, inspection, staff training and a written report with findings and recommendations.

Major software updates.

Annual fee is is per server licence and number of client consoles.

Platinum Support:

Customised contract to specifically suit needs.

Specify – Availability (hours per day, days per week, weeks per year)
Specify - Number of days on site.

Major software updates

Custom per site based on number of Server and Client/Console licenses installed.